Why your Charge 5 doesn't automatically sync

[SunsetRunner]

I got my Charge 5 on Sunday and had the same issue (Android). My Fitbit is paired but doesn't show as synced. After wasting time troubleshooting I called support and was told that this is now by design.

Fitbit no longer syncs automatically, you have to manually resync your Fitbit via the app by pressing and scrolling down from the Today page. You can also do it via the app from your account settings but it's extra steps.

Guessing with all of the issues users have had with auto-syncing their Fitbits this is the company's answer to the problem.

Moderator edit: format

[LZeeW]

@SunsetRunner   I am going to flag your post to get moderator clarification.  This seems completely absurd. The Charge 5 is a tracker, but the smartwatches need all day sync to update certain apps.  The Charge 4 has a weather app, not available on the Charge 5, that needs all day sync.  Fitbit has never had device specific syncing, so this just doesn't seem right.

I also want to add that I am an iPhone user with app v.3.51, the current version.  My Charge 5 syncs like expected -- all day.

[Rich_Laue]

The option to disable all day sync was removed to give the user a better experience. 

Something doesn't sound right @SunsetRunner 

Recently I have gone days without opening the app, and yet my device still syncs throughout the day. 

[SunsetRunner]

Completely agree. I was a little shocked by the reply I received via Fitbit support yesterday morning over the phone. First, it was a PITA trying to pair my device, took several attempts. Once it was paired the issue became it wasn't connected. Kept getting that stupid message saying "An app is needed to use this device". Turns out this is a very common problem with users across multiple Fitbit devices.

So I called support and their rep was able to verify that my device was paired and when it was last synced. When I explained that it wasn't connected that's when he said that the connections/syncs now occur when you open the app and press/scroll from the Today screen, it's no longer happening in real time like other smart devices like my Samsung watch. 

I dunno, this is my first Fitbit device and based on what I'm finding I may return it. BTW, this probably explains why my new Fitbit Aria Air scale wasn't updating my weight on the app. Never could get it to work so I did send that back.

---------------------------

@Rich_Lauemy Charge 5 is paired to my Samsung Galaxy phone, it's just not connected. When trying to connect I get the message saying "An app is needed to use this device". Googling that shows a lot of Fitbit owners with the same problem. That's when I called support and was told that sync would occur when I open the app. Once opened you can manually sync by press/scroll down from the Today screen or going through your profile.

Moderator edit: format

[DavideFitbit]

Hi, thank you for sharing all this information about the inconvenience that you've been experiencing with your Charge 5, @SunsetRunner. 

I'm sorry to see that you didn't have the best experience with the Support team. I've been reviewing the information available that is related to the syncing process, but I didn't see any updates regarding the Auto Sync feature being removed. As it's still mentioned in this article, your data should sync to the app automatically throughout the day. 

Make sure to keep the Fitbit app running in the background as well, since this allows the information to be synced automatically. You can find more information about this and other recommendations for the Android app here. 

In addition, it's possible that your device was syncing properly and the information just wasn't being displayed on your dashboard. Some users reported this here yesterday and were able to resolve by uninstalling and reinstalling the app. This was due to a short outage yesterday.  

Could you please confirm if you're still having trouble after these steps mentioned earlier? 

Hope this helps, I'll be around.

[SunsetRunner]

@DavideFitbit Can't speak for others but I uninstalled the app several times, made sure app permissions were set, etc. I called support and explained my Charge 5 was paired to my phone but not connected. That's when I was told that's the way it's supposed to be and then they walked me through how it syncs when I open the app and how do re-sync via press/hold/scroll down on the Today screen.

[Rich_Laue]

@SunsetRunner a user can not pair a Low Energy Bluetooth device, such as a fitbit, to the phones Bluetooth. Trying to do this will result in the Fitbit rejecting the pair attempt and giving the message to use the (fitbit) app. 

The user connects their tracker to the account, then the Fitbit app pairs the tracker to the phone.

If the app says that it is not connected, I've been told that the app prompts the user in connecting. 

Alternatively the user could unpaid the tracker, open the app, and follow the prompts to pair and connect. 

[DavideFitbit]

@SunsetRunner Thank you for your reply and for confirming that you're still having trouble to sync your data. 

In this case, if you already tried all the steps recommended in the Community forums and you continue to have the same problem, I recommend that you continue the assistance process with the Customer Support team. Please let them know of the steps that you already tried so they can provide you with further instructions. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a good day. 

[Nittybit]

First I had battery issues after changing the Charge 5 twice by returning it to the store, now it won't sync, it hasn't synced in several days. It keeps saying syn failed. I hate all these problems. 

Moderator edit: format

[Pinkykins5]

I have uninstalled and reinstalled the app at least a dozen times. Charge 5 is my third Fitbit and definitely my last. Just an overpriced watch. Each time I upgrade it gets worse 

[DavideFitbit]

Hi, thank you for your replies, and welcome back to the Community forums, @Nittybit @Pinkykins5. 

I appreciate all the information that you've shared about the difficulty you're experiencing with your Charge 5 and that you already tried a few troubleshooting steps. 

Before considering other options, I recommend that you try restarting the device using the three pulse restart method described here below: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

Keep in mind that you need to sync through the Fitbit app and not through the Bluetooth settings on your phone. In addition to the restart, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. 

Hope this helps, I'll be around.